ATL311 Team Lead - Training and Quality Assurance
City of Atlanta · Atlanta
Position open until filled
General Description and Classification Standards
The ATL311 Training and Quality Assurance (QA) Team Lead is responsible for overseeing the daily operations of the Training and QA team within the ATL311 Contact Center. This role leads the development, implementation, and continuous improvement of training programs and quality assurance processes to ensure employees deliver accurate, efficient, and high-quality customer service.
The Team Lead will design and deliver training initiatives, monitor QA performance, and provide coaching and feedback to staff. This position is also responsible for analyzing training and QA data to identify trends, addressing escalated training concerns, and implementing strategies to improve employee performance, knowledge, and overall customer satisfaction.
The ideal candidate is a strong leader with excellent communication skills, a deep understanding of call center operations, and the ability to thrive in a fast-paced, performance-driven environment.
Supervision Received
This position reports directly to the Customer Service Delivery Manager and provides supervision and guidance to the ATL311 Training and Quality Assurance team.